Human Interaction Web Model

Abstract

In today's customer-centric marketplace, live customer support has quickly become an essential tool that personalizes the Internet shopping experience and ensures customers a positive outcome. This paper proposes a new working model for provision of live online support services called the human interaction Web model (HIWM). The model is designed in such a way to ensure global deployment by the websites and at the same time encourage users to avail live support services while they are online. HIWM design proposes to make live support functionality independent of the Website by incorporating it within future version of the browsers and using it through proposed HIWM protocols. These proposed protocols will directly communicate with the Website support infrastructure i.e. call center. User interface for the proposed model is incorporated in the standard browser navigation tool bar which will be used for every Website on which the user avails live support services.